Claims Metrics & Reporting Product Delivery Director

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.  We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now

Get to Know the Opportunity:

The Metrics and Reporting Product Delivery Director is a senior business-facing leader responsible for shaping, prioritizing, and guiding the delivery of Employee Benefits technology and business capabilities. This role connects business strategy, operational needs, and technology delivery to ensure solutions support customer needs, compliance requirements, and measurable business outcomes.

This leader will establish the claims reporting and analytics capability, influence roadmap priorities, translate business needs into actionable delivery plans, and drive operational readiness and adoption. The role also serves as the business product owner for claims metrics and reporting, shaping the reporting strategy and connecting insights to operational outcomes in partnership with Claims Operations, Underwriting, Pricing, Actuarial, Product, and Technology teams.

This role is fully remote, with no regular in-office requirement.

The Contributions You’ll Make:

• Build the claims reporting and analytics capability from the ground up, establishing the metrics, data definitions, reporting framework, dashboards, and management insights required to operate and measure the business.
• Design and implement a comprehensive suite of claims metrics, operational reports, dashboards, and management reporting that provides a consistent source of business performance information.
• Define the Claims measurement framework, including KPI definitions, calculation methodologies, data dictionaries, business rules, reporting dimensions, and standards for interpreting and using metrics.
• Translate claims operations into measurable business outcomes by determining what should be measured at the individual, team, product, and enterprise levels across workload, inventory, productivity, timeliness, outcomes, quality, and capacity.
• Establish operating measures such as opening inventory, decisions completed, remaining workload, follow-up activity, time to decision, and liability acceptance rate.
• Create the end-to-end reporting architecture and roadmap for Claims, establishing the portfolio of operational, leadership, executive, and external customer-facing reporting required to manage the business.
• Develop the foundational data and metric structures required to support reliable and repeatable reporting, partnering with technology and data teams to translate claims concepts into data requirements and scalable reporting solutions.
• Establish a trusted and governed suite of claims data and metrics that serves as the authoritative source for business performance and decision-making.
• Turn claims data into actionable management insights that help leaders understand workloads, outcomes, trends, capacity, performance drivers, and emerging risks.
• Partner across Claims Operations, Underwriting, Pricing, Actuarial, Product, and Technology to ensure reporting supports daily operational management and broader business decisions.
• Own the continued evolution of the claims reporting capability by identifying gaps, prioritizing new metrics and reporting needs, and expanding the reporting suite as business needs mature.
• Translate business needs into clear requirements, user stories, acceptance criteria, measurable outcomes, and prioritized delivery plans.
• Represent the business in backlog management, sprint planning, release planning, prioritization, and delivery decisions.
• Lead business readiness activities, including process-impact assessments, training, communications, testing, user acceptance testing, adoption, and change management.
• Monitor delivery progress, risks, dependencies, adoption, and post-production outcomes, coordinating stabilization and issue resolution as needed.
• Communicate roadmap priorities, delivery progress, risks, decisions, and outcomes to business and technology stakeholders.

Minimum Knowledge & Experience:

• Bachelor's degree required.
• Five or more years of experience in product delivery, product management, business analysis, business product ownership, or a related discipline.
• Demonstrated experience building claims metrics and reporting capabilities across operational, leadership, executive, and external customer-facing reports and dashboards.
• Experience defining KPIs, data dictionaries, metric calculations, business rules, reporting dimensions, and measurement frameworks.
• Proven ability to translate business needs into reporting requirements, measurable outcomes, and actionable management insights.
• Experience connecting claims metrics to operational outcomes and partnering with Underwriting, Pricing, and/or Actuarial teams.
• Strong working knowledge of claims operations and measures related to workload, inventory, productivity, timeliness, quality, outcomes, and capacity.
• Experience working in Agile or Scrum environments as a business partner, product representative, or business product owner.
• Strong understanding of the software development lifecycle, release management, testing, user acceptance testing, and business readiness.
• Demonstrated experience leading operational readiness, stakeholder communications, change adoption, and post-launch stabilization.
• Experience within Employee Benefits, Disability, Absence, Leave Management, Life, and/or Supplemental Health.
• Strong communication and stakeholder-management skills, with the ability to explain complex claims metrics and reporting concepts to technical and nontechnical audiences.

Preferred Knowledge & Experience:

• FINEOS experience.
• Experience partnering with IT Product Owners and cross-functional technology teams to represent business priorities and operational needs.
• Experience with reporting and analytics platforms such as Power BI, Tableau, Cognos, BusinessObjects, or similar tools.
• Experience working with SQL or partnering with data teams to translate reporting requirements into scalable data solutions.
• Experience supporting digital transformation, modernization, or business-capability improvement initiatives.

How This Role Aligns to Our Core Four:

Voya’s Core Four reflect how we deliver for our customers, our business, and one another. In this role, you will bring these expectations to life through strategic product leadership, disciplined delivery, and strong cross-functional partnership.

• Instill Customer Obsession: Build and prioritize claims reporting capabilities that help improve customer experiences, operational decisions, and business outcomes.
• Transform with Automation/AI: Identify responsible opportunities to use automation and AI to strengthen analysis, improve reporting quality, reduce friction, and increase operational efficiency.
• Drive Higher Performance Through Our People: Create clarity, accountability, and alignment across business, product, data, technology, and operations teams while preparing stakeholders for successful change and adoption.
• Execute on the Fundamentals: Establish trusted metrics and drive disciplined delivery through clear requirements, data governance, rigorous testing and UAT, compliance awareness, release readiness, risk management, and post-launch stabilization.

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Compensation Pay Disclosure:

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

$140,000 -$150,000

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen:Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more aboutCritical Skills

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.